IS Analyst - Support

Booker Group plc; Eccles; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Colleague discounts

Discounted insurance & banking offers

Annual pay reviews

Job summary

Booker Group plc in Eccles seeks an IS Analyst - Support to ensure the stability, availability, security and performance of critical digital systems such as Booker.co.uk and related platforms.

You will work with Service Delivery Managers, Digital teams and partners to deliver a seamless customer experience while supporting incident resolution and continuous improvement in a fast-paced environment.

Qualifications

• Experience in IT, technology or support-focused environment.
• Experience in service management, incident management and troubleshooting.
• Knowledge of change management processes and controls.
• Experience using incident or service management tools.
• Understanding of analytics, reporting and performance monitoring tools.
• Excellent communication skills to explain technical information to varied audiences.
• Strong stakeholder management and relationship-building abilities.
• Good documentation skills, including creating and reviewing technical docs.

Responsibilities

• Monitor availability, security and performance of multiple systems and applications.
• Respond to incidents and help resolve service disruptions.
• Act as escalation point and coordinate with internal teams and suppliers.
• Support change management and ensure safe implementation of changes.
• Identify opportunities to improve stability, efficiency and customer experience.
• Monitor KPIs, service performance and reporting to meet standards.
• Assist in disaster recovery planning, testing and risk management.
• Support delivery of website and digital systems roadmaps.
• Create and maintain technical documentation and procedures.
• Build strong relationships with colleagues, customers, suppliers and business teams.

Skills

IT support environment

Incident management

Change management

Service management tools

Analytics & reporting

Documentation skills

Stakeholder management

Tools

Incident management tools

Job description

The following content displays a map of the jobs location - Eccles

At Booker, along with being a great place to work and giving you an opportunity to get on in your career, we also offer the following fantastic package of benefits:

• A Booker colleague card with 10% off purchases at Booker and double discount events up to three times a year.
• After 3 months service, a Tesco colleague discount card with 10% increasing to 15% off most purchases at Tesco for a 4 day period after every four-weekly pay day, ie. thirteen times a year. In addition to 10% off at Tesco Cafe and 20% off all F&F purchases.
• 10% off pay monthly & SIM only deals with Tesco Mobile for yourself, along with further great deals through-out the year.
• Up to 30% off car, pet and home insurance at Tesco bank. Terms and conditions apply.
• Free eye test when you spend £50 or more. You can also save 30% when you spend £50 or more on glasses, prescription sunglasses and contact lenses.
• 50% off health checks at Tesco Pharmacy.
• Exclusive access to discounted RAC breakdown cover rates
• An exclusive deals and discounts website saving you money on everyday purchases including a cycle to work scheme.
• After 3 months service, you can join our annual Save As You Earn share scheme which allows you to buy Tesco shares in the future at a discount.
• Retirement savings plan (pension) - save up to 5% and Booker will match your contribution.
• Life Assurance - You are covered for death in service life cover of up to three times annual pay
• Health and Wellbeing support and resources including our 24/7, confidential Employee Assistance Programme and Virtual GP for you and your family.
• A great holiday package

About the role

At Booker, we're committed to making a positive difference for our customers, colleagues and communities. As an IS Analyst - Support, you'll play a key role in ensuring the stability, availability, security and performance of our business-critical digital systems.

Working within the Booker IS team, you'll help support the technology behind Booker.co.uk, the UK's fastest-growing B2B wholesale website, alongside a range of digital platforms and applications used across the Booker Group. You'll work closely with Service Delivery Managers, Digital teams, business stakeholders and technology partners to deliver a seamless experience for our customers.

This is an exciting opportunity for someone with a passion for service management, incident resolution and continuous improvement, who enjoys building strong relationships and delivering excellent support in a fast-paced environment.

You will be responsible for

• Monitor and support the availability, security and performance of multiple systems and applications.
• Respond to, investigate and help resolve incidents, ensuring service disruptions are managed effectively.
• Act as an escalation point for technical issues, coordinating with internal teams and external suppliers to drive resolution.
• Support change management processes and ensure changes are implemented safely and effectively.
• Work with stakeholders to identify opportunities to improve system stability, efficiency and customer experience.
• Monitor service performance, system KPIs and reporting, ensuring agreed service standards are met.
• Assist in disaster recovery planning, testing and risk management activities.
• Support the delivery of website and digital systems roadmaps.
• Create and maintain clear technical documentation and operational procedures.
• Build strong working relationships with colleagues, customers, suppliers and business teams across Booker and Tesco Technology.
• Stay up to date with technology trends and best practices to help drive continuous improvement.

You will need

We're looking for someone who can combine technical knowledge with a customer-focused mindset. You will ideally have:

• Experience working in an IT, technology or support-focused environment.
• Experience of service management, incident management and troubleshooting.
• Knowledge of change management processes and controls.
• Experience using incident or service management tools.
• Understanding of analytics, reporting and performance monitoring tools.
• Excellent communication skills with the ability to explain technical information to both technical and non-technical audiences.
• Strong stakeholder management skills and the ability to build positive working relationships.
• Good documentation skills, including creating and reviewing technical documentation.
• A proactive approach to problem-solving and continuous improvement.
• The ability to manage multiple priorities and work effectively in a collaborative environment.

About The Company

Booker is the UK's leading food & drink wholesaler. We are privileged to serve independent retailers, caterers and small businesses, from locations across the country. We operate over 190 cash and carry branches, 8 distribution centres, 5 Best Food Logistics sites, as well as 6 support centre locations across the UK.

Diversity, Equity and Inclusion (DE&I) at Booker means that whoever you are and whatever your background, we always want you to feel represented and that you can be yourself at work. In short, we’re a place where Everyone’s Welcome.

We know life looks a little different for each of us. That’s why at Booker and Best, we always welcome conversations about flexible working. Some people are at the start of their careers; some want the freedom to do the things they love. Others are going through life-changing moments like becoming a carer, nearing retirement, adapting to parenthood, or something else. So, talk to us throughout your application about how we may be able to support you.

We can only accept candidates over the age of 18 if the role requires working before 6:15 am or after 9:45 pm or involves working in areas such as the warehouse, beers, wines & spirits, and driving roles.

On the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately. We will only be able to offer individual feedback to those candidates who attend an interview.

*Booker Group is part of Tesco plc, however, is operated separately from the core Tesco business and as such the benefits offered will be different from those offered at Tesco*